ProTech is seeking a Sr. Helpdesk Engineer for a contract to hire position in Memphis, TN.
Summary for Senior Helpdesk Engineer:
This position is part of the Engineering and Operations team, responsible for supporting and maintaining client's technology infrastructure, which is critical to running the business. Specifically, the role is within the Frontline Solutions team, collaborating closely with data center, network, and operations teams to ensure the business maintains efficient and reliable day-to-day operations.
As a Senior Helpdesk Engineer, you will play a key role in leading the IT helpdesk team to resolve complex technical issues, manage escalations, and ensure high-level support to end-users. You will be responsible for overseeing the helpdesk operations, mentoring junior staff, and acting as a technical expert in troubleshooting hardware, software, network, and telephony issues. This role demands advanced problem-solving abilities, exceptional communication skills, and a strong commitment to providing outstanding service.
Duties for Sr. Helpdesk Engineer: - Lead the helpdesk team in diagnosing and resolving advanced technical problems related to hardware, software, networking, and telephony systems.
- Manage escalations and act as the highest level of technical support for complex issues.
- Oversee printer and print server deployments, following industry best practices to ensure optimal configuration, functionality, and minimal downtime.
- Assist with the creation, testing, and deployment of PC images to maintain standardized, secure, and efficient desktop environments across the organization.
- Maintain strong vendor relationships, coordinating with external partners to procure hardware, software, and services, and ensuring timely support for any technical or warranty-related issues.
- Monitor helpdesk performance metrics and ensure service-level agreements (SLAs) are consistently met.
- Provide mentorship and guidance to junior team members, encouraging continuous learning and professional growth.
- Collaborate with other IT teams (data center, network, and operations) to resolve systemic issues, support large-scale projects, and improve overall infrastructure.
- Maintain comprehensive documentation of common issues, troubleshooting steps, and system configurations to enhance team efficiency and service delivery.
- Participate in IT projects, including system upgrades, software rollouts, and infrastructure expansions, ensuring they are completed on time and within scope.
- Ensure adherence to company policies, regulatory standards, and IT security best practices, contributing to audits and compliance efforts.
- Deliver exceptional customer service by effectively communicating with end-users and business partners to address concerns and provide clear updates on issue resolution.
Skill set for Senior Helpdesk Engineer: - Strong expertise in diagnosing and resolving advanced technical problems related to hardware, software, networking, and telephony systems.
- Proven leadership and mentoring abilities, guiding junior staff and fostering team development.
- Experience collaborating with cross-functional teams, including data center, network, and operations groups.
- Ability to manage escalations and provide high-level technical support for complex issues.
- Experience working in a hybrid on-premise/cloud environment, particularly with Microsoft 365 and collaboration tools like Cisco WebEx.
- Proficiency in using IT service management tools (e.g., Service Desk Plus, ServiceNow, Jira) and monitoring helpdesk performance to meet SLAs.
Qualifications & Education for Sr. Helpdesk Engineer: - Bachelor s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Professional certifications such as CompTIA A+, Network+, ITIL, or Microsoft certifications (highly preferred).
- 5+ years of experience in IT helpdesk or technical support, with at least 2 years in a senior or lead role.
- Deep understanding of hardware, software, network troubleshooting, and telephony systems.
- Familiarity with cloud-based solutions (e.g., Microsoft 365) and hybrid cloud infrastructure.
- Strong knowledge of IT security protocols, compliance standards, and audit processes.
- Experience supporting collaboration platforms like Cisco WebEx and Microsoft Teams.
- Excellent communication skills, with the ability to convey technical information to non-technical stakeholders.
- Strong customer service focus with the ability to manage and resolve escalations calmly and efficiently.
- Leadership skills, including mentoring and motivating team members.
|